Sample interview questions: How would you handle a guest’s request for assistance with a lost or stolen credit card during their stay?
Sample answer:
Steps to Handle a Guest’s Request for Assistance with a Lost or Stolen Credit Card:
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Empathize and Reassure: Upon receiving the request, acknowledge the guest’s concern and assure them that you will do everything possible to assist.
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Validate Information: Collect relevant details, including the guest’s name, room number, card type, and time the card was last used. Inquire if they suspect theft or loss.
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Contact Financial Institution: Inform the guest that you will immediately contact the card issuer to report the incident. Provide them with a dedicated contact or helpline number if available.
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Notify Management: Notify the hotel’s management or security team to inform them of the situation and request their support if necessary.
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Secure Guest Account: Suspend the guest’s hotel charges to prevent unauthorized transactions associated with the lost or stolen c… Read full answer